Business Analyst

Oasis Telecom Case Study Assessment

High-level Summary of Assignment
You are one of the Technical Product Owner (TPO)part of the Mobility team of Oasis Telecom. Earlier in the week you
received a neand you are aware of an initiative w assignment to introduce an App that would allow the retail staff at the
Oasis Telecom retail outlets to capture, update and manage walk-in customer data, deliver an optimum customer
service and effectively track customer orders.

The business are keen to bring the app to the market within 4 months, then as we learn from customer feedback, develop
the opportunity with regular enhancements to the feature set.

The Technical Product manager (TPM) is leading all the discussions with business and he is accountable to drive the
roadmap and feature set for the app that will help achieve the business goals. You will be working closely with The TPM to
drive and define the user stories backlog for your team.

You have been provided with the information in background section below and you will be working with your team and
other peer products owner to present a proposal back to the Technical product manager with your feedback and
recommendation on the way forward.

The product owner has provided you with the business requirements. They have asked you to review and reflect on the
information they provided (see ‘Background’ section below).

They now expect a PowerPoint presentation with your feedback and recommendations on the way forward.

Background
Oasis Telecom is a multinational telecommunications provider offering mobile services across the Middle East. Its
primary customers are direct billed consumers but the company also uses a number of reseller partners who repackage
Oasis’ services for rebranding and resell to their own customers.

Oasis has been growing substantially in line with the uptake of mobile services in the Middle East. Currently, their
customer base is 1M consumers and upwards with about 100 reseller partners. These numbers are forecasted to grow
significantly over the next 5 years. Historically, Oasis has managed its customers using a Customer Relations
Managament (CRM) tool with the following functionalities:

 Sales Force Automation – including customer contact and lead management, and sales forecasting
 Customer Service – including help desk support and call center automation
 Partner Management – including Partner contract and sales information management
 Management Reporting – including automation of reports currently compiled manually including direct and
partner sales activity and forecasts, frequency and nature of customer complaints, customer churn (when
customers leave Oasis and go to a competitor), etc.

But the capabilities to capture, update and manage customer data, perform customer service and effectively track
customer orders at the retail points needs to become more flexible so that the sales staff can cope with the demand.
Also, tool will have a recommendation engine to give retail sales staff capability to upsell and cross sell products to
customers based on their preferences, demographics and product usage behaviour.

For these reasons, the Customer Operations VP of Oasis Telecom proposed to have customer relevant information at the
fingertips of the retail staff by making it available through an App. A rough business case was prepared for the
projectthis idea and readily approved by company senior management.

Including the Customer Operations VP who is the key sponsor for this idea Product owners of the project, the key
business stakeholders are:

 Customer Operations VP – responsible for managing customer order fulfilmentfulfillment (customer order
capture through to provisioning on the mobile network)
 Sales and Marketing VP – responsible for all direct and partner sales efforts including all sales campaigns
 Customer Services VP – responsible for post-sales services including customer queries and complaint
management

Some of the key features desired for the app:

BUSINESS DOCUMENT This document is intended for business use and should be distributed to intended recipients only.
 These stakeholders have identified the following scope:

 Marketing content that will support o support the sales process

 Account setup and sign-in
 Be able to have a sSingle customer view of the existing customers
 Ongoing self-care (customer data management) at a self service KIOSK..
 Next Best Offer module for retail staff to propose and sell products personalised for each customer

There is a lack of alignment between business stakeholders on the implementation of some of the features.
Customer Services Manager believes some of the feature will eliminate his team while violently disagrees with
including this scope because he believes the implementation of this functionality will eliminate his team. He
recognizes that the project business case is built on reducing headcount in his area. On the other hand, the rest of
the working group members believe this offers huge long term benefits to the company even if the Customer
Services team is reduced or eliminated.

TThe Sales and Marketing VP is supporting this new self service KIOSK because no other mobile carrier is offering
this service at the moment and he believes it could be a real differentiator in acquiring and retaining customers.
The participants have argued over it being in or out of scope.

Your Task for TodayThe Ask of you

You have had a few days to reflect on the information you received and the youyo mustu now need to prepare the
presentation back to the Technical Product manager with your recommendations for way forward and that will cover some
of the aspects below: they expect from you today. They have specifically asked for your presentation to cover the
following:

Requirements Gathering Approach given the project scope how would you proceed with requirements gathering on this
project? Make sure you address the following:

 Your rRecommendation and rationale for how how to finalize the feature set for the app in a way that would
also help achieve the business goal of having an app released to the market within 4 months.
 to structure requirements gathering, who you would involve and the specific elicitation techniques you would
use
 Your pProposal to your TPM on how would you as team resolve the stakeholder misalignment on feature set
 Any support you and your peer TPO would need from the TPM to support you in this exercise.
 on how you would resolve the stakeholder dispute on requirements
 Your recommendation and rationale on the type of requirements documentation you believe to be the most
effective on this project
 The specific activities that you will do to help drive the backlog definition for your team.
is project forward.

You will have 20 minutes maximum to make your presentation for your TPM and answer questions around the
recommendation. and answer questions from the Product owner.

BUSINESS DOCUMENT This document is intended for business use and should be distributed to intended recipients only.